Credit for last week
Yes. Uptime under 99.9% in a month earns a 10% credit, and last week counts.
- They file the claim within 30 days
- The credit lands on the next invoice
sla-policy.md
The answer from your docs, before the customer finishes the question
On a support call you are troubleshooting and talking at once. Jamie listens to both sides and puts the runbook step, the rate limit or the known issue on your screen a few seconds after the customer brings it up.
Live transcript Both sides of the call, written out as they speak
- Customer
Our webhook deliveries started failing this morning. Every one comes back 401.
- You
A 401 there means the signing secret changed. Did someone regenerate your API keys? Copy the new secret from Settings, Webhooks.
- Customer
We did, yesterday. Did we lose the events that failed, or can you resend them?
- You
You can replay them yourself. Post to the replay endpoint with a start time and everything since then is sent again.
- Customer
Good. Separate thing: our Brightpay sync has been stuck since about ten. Is that on your side?
- You
That one is Brightpay. Their status page shows a partial API outage since 9:40. Your sync catches up by itself when it clears.
- Customer
Okay. We also keep getting 429s on the export endpoint. What is the actual limit?
- You
Sixty requests a minute on your plan. Read the Retry-After header and wait that long before the next call.
- Customer
We moved our warehouse to Snowdrift 4 last week and the connector stopped logging in. Is that supported?
- You
It is. Snowdrift 4 turned off password logins by default, so the connector needs a key pair now. Upload the public key in the connector settings.
- Customer
One of our analysts says the charts are blank in Safari since your last update.
- You
Known issue from the 3.8 release, and the fix ships Thursday. Until then, turn off Compact charts in Display settings.
- Customer
Our alerts go to Pagewell and a few did not arrive. Did they change something?
- You
They are retiring their version 1 webhook addresses on December 1. Create a version 2 key and paste the new address under Alerts, Destinations.
- Customer
Security is asking how long you keep our audit logs.
- You
Thirteen months on every plan, and you can export them or stream them to your own storage.
- Customer
Last one. Do we get a credit for the outage last week?
Answer cards Newest on top
Audit log retention
Audit logs are kept for 13 months on every plan.
- Export to CSV or stream to their own storage
- Longer retention is a Scale add-on
data-retention.md
Pagewell alerts missing
Pagewell stops accepting version 1 webhook addresses on December 1.
- They need a version 2 integration key
- New address goes in Alerts, Destinations
pagewell.example/changelog and 1 more
Blank charts in Safari
Known issue since release 3.8. The fix ships Thursday.
- Workaround: turn off Compact charts in Display settings
- Ticket ENG-2291
known-issues.md
Snowdrift 4 logins
Snowdrift 4 turns off password logins by default and expects a key pair.
- Upload the public key in the connector settings
- Version 4 itself is supported
docs.snowdrift.example and 2 more
Export endpoint limit
Exports are limited to 60 requests a minute on the Growth plan.
- The Retry-After header says how long to wait
- The Scale plan raises it to 300
rate-limits.md
Brightpay sync stuck
Brightpay reports a partial API outage since 9:40 this morning.
- Syncs catch up on their own once it clears
- Nothing for the customer to change
status.brightpay.example and 1 more
Resending failed events
Yes. POST /v2/events/replay with a start time resends everything since then.
- Up to 10,000 events per replay
- Replayed events carry the header X-Replay: true
api-reference.md
Webhooks failing with 401
A 401 on webhooks means the signing secret was rotated.
- Regenerating API keys rotates the secret
- New secret is under Settings, Webhooks
webhooks-runbook.md
It answers from what your team already wrote
Hand over the documents your support team works from. Jamie reads them before the call.
- Runbooks and troubleshooting guides
- The steps for the errors customers hit most, so the first answer is the documented one.
- API reference and rate limits
- Endpoints, limits and headers, word for word, so you never guess at a number.
- Known issues and release notes
- What broke in the last release, the workaround, and when the fix ships.
- Plan and policy documents
- Retention, service credits and what each plan includes, for the questions that are not technical.
When the problem is someone else's system
Half of support is finding out the fault sits with another vendor. When your files do not cover a question, Jamie searches the web and shows where it looked.
- Status pages. Whether the payment or data provider the customer depends on is having an outage right now.
- Other vendors' release notes. What changed in the version the customer just upgraded to.
- Sources on the card. Every web answer names the pages behind it, so you can open them before you repeat it.
Questions from support teams
What should I give Jamie before a support call?
The documents your team already answers from: runbooks, the API reference, known issues, release notes, and plan or policy pages. Jamie reads them before the call and answers from them first.
What happens when the answer is not in our docs?
With auto research turned on, Jamie searches the web, which is useful for a third-party status page or another vendor's release notes. The card lists the pages it used so you can check them.
Does the customer know Jamie is there?
Nothing joins the call and there is no extra name in the participant list. Recording and transcription rules still apply, so check what your region requires and tell people.
Can it be wrong about a technical detail?
Yes. It is software reading documents quickly. Every card names the file or pages behind the answer, so check the source before you repeat anything that matters, such as a limit or a date.
Try it on your own support queue
Jamie is in early use on Windows. Tell us what your team supports and we will write back when there is a spot.